Customer Success Jobs in Cape Town

Customer Success Manager

Customer Success Manager

Who are Heidi Heidi is building an AI Care Partner that supports clinicians every step of the way, from documentation to delivery of care. We exist to double healthcare’s capacity while keeping care deeply human. In 18 months, Heidi has returned more than 18 million hours to clinicians and supported over 73 million patient visits. Today, more than two million patient visits each week are powered by Heidi across 116 countries and over 110 languages. Founded by clinicians, Heidi brings together clinicians, engineers, designers, scientists, creatives, and mathematicians, working with a shared purpose: to strengthen the human connection at the heart of healthcare. Backed by nearly $100 million in total funding, Heidi is expanding across ANZ, the USA, UK, Canada, and Europe, partnering with major health systems We move quickly where it matters and stay grounded in what’s proven, shaping healthcare’s next era. Ready for the challenge? The Role As a Customer Success Manager at Heidi Health, you’ll be the bridge between technology and care - helping hospitals, clinics, and clinicians across South Africa adopt and love Heidi. You’ll manage the full customer journey for both public and private hospital deployments, ensuring seamless implementation, strong clinician engagement, and measurable impact on patient care. This role is ideal for someone with a medical background (e.g. former doctor, nurse, or allied health professional) who’s excited to drive digital transformation in healthcare. What you’ll do: Own customer outcomes: Be the strategic partner for a portfolio of Heidi’s customers, ensuring they achieve measurable success and realise value. Lead onboarding \& training: Lead onboarding of new customers from planning, training through to go-live, delivering seamless integrations into customer workflows. Track and improve metrics along customer journey like time-to-first-value and early activation. Drive strategic adoption: Develop and execute tailored adoption plans to maximise user engagement and satisfaction, enhancing the continued love for Heidi among clinicians. Enhance Retention \& Growth: Identify expansion opportunities, mitigate churn risks and work cross-functionally to deepen product engagement. Customer advocacy: Build executive-level relationships and become the voice of the customer internally, advocating for their needs and priorities and showcasing wins. Continuous engagement: Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies. Think and act strategically to scale your impact. Resolve operational blockers: Collaborate with product, engineering, and support teams to ensure a smooth customer experience. Feedback insights: Gather and share insights to influence product development and feature prioritisation. What We’re Looking For: 2+ years in a customer success role at a SaaS company, with proven ability to own the full lifecycle Clinical background (e.g. medicine, nursing, or allied health) strongly preferred. Familiarity with South Africa’s healthcare ecosystem (both public and private). Exceptional communication and collaboration skills, with the ability to effortlessly set and manage expectations with customers and cross-functional teams. Highly organised and can confidently manage multiple projects and competing priorities, while maintaining attention to detail and quality. Self-starter with a bias for action, comfortable navigating fast-paced and ambiguous environments. Languages: English required; Afrikaans, isiXhosa, Zulu, or Sotho fluency is a strong plus given our diverse clinician base. Attitude is more important than experience - if you are hungry, competitive, and motivated, with a knack for problem solving and relationship-building, we want to hear from you. What do we believe in? Heidi builds for the future of healthcare, not just the next quarter, and our goals are ambitious because the world’s health demands it. We believe in progress built through precision, pace, and ownership. Live Forever - Every release moves care forward: measured, safe, and built to last. Data guides us, but patients define the truth that matters. Practice Ownership - Decisions follow logic and proof, not hierarchy. Exceptional care demands exceptional standards in our work, our thinking, and our character. Small Cuts Heal Faster - Stability earns trust, speed delivers impact. Progress is about learning fast without breaking what people depend on. Make others better - Feedback is direct, kindness is constant, and excellence lifts everyone. Our success is measured by collective growth, not individual output. Our mission is clear: expand the world’s capacity to care, and do it without losing the humanity that makes care worth delivering. Why you will flourish with us ? Additional paid day off for your birthday and wellness days A generous personal development budget of $500 per annum Learn from some of the best engineers and creatives, joining a diverse team The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups * If you have an impact quickly, the opportunity to fast track your startup career!

Customer Success Manager (German Speaker)

Customer Success Manager (German Speaker) Department: Customer Success Location: Remote (DE based) or in one of our office locations (Lisbon, Breda or Cape Town) Contract Type: Full-time Permanent Language Requirement: Fluent German (native speaker) About RoomRaccoon: RoomRaccoon is a fast-growing hospitality SaaS company building one powerful platform for independent hoteliers on an international scale. We help hotels run smarter, sell better, and stay in control, from bookings and payments to revenue and automation, all in one system. We move fast, think independently, and build technology that gives hotels a real competitive edge. Our team is global, ambitious, and hands-on. We value ownership, momentum, and people who want to make an impact while beating yesterday, together. If you like building meaningful software with smart people, you’ll fit right in. The Role: Your North Star as a Customer Success Manager As a Customer Success Manager (CSM), you will be at the heart of RoomRaccoon’s mission — helping our hotel partners achieve maximum value from our solutions while identifying growth opportunities. You will be the trusted advisor and commercial partner to a portfolio of German-speaking hoteliers, supporting them through strategic consultation, product education, and data-driven upsell initiatives. Key Responsibilities 1. Customer Success \& Strategic Account Management Serve as the main point of contact for a portfolio of hotel clients, ensuring their success throughout the customer lifecycle. Conduct regular business reviews and create success plans to assess product usage, uncover growth opportunities, and align with client goals. Deliver product training and strategic workshops that empower hoteliers to optimize operations using RoomRaccoon. Collaborate cross-functionally with Sales, Implementation, Product, and Support to ensure a seamless customer journey. 2. Commercial Growth \& Upselling Take ownership of renewal processes within your account portfolio, ensuring timely and successful contract renewals. Proactively identify opportunities within your portfolio for tier upgrades or product add-ons (e.g., Payments, RevPlus or other modules or features). Present and demo product add-ons and new features in a consultative, value-driven manner. Track account health, engagement metrics, and usage data to uncover untapped revenue potential. 3. Retention \& Risk Mitigation Monitor customer satisfaction, usage trends, and feedback to detect risks of churn early. Develop and execute proactive retention strategies to address pain points before they escalate. Maintain a customer-first mindset while confidently guiding conversations toward win-win solutions. About You Must-Have Qualifications Native or fluent in German, with professional proficiency in English. Minimum 2+ years of experience in Customer Success, Account Management, or related client-facing role in SaaS or tech-enabled services. Strong communicator with excellent interpersonal skills; confident leading conversations with stakeholders at all levels. Comfortable identifying and driving commercial opportunities within existing accounts. Self-starter who thrives in a fast-paced, tech-driven environment. Organized, detail-oriented, and capable of juggling multiple priorities under pressure. Empathetic and customer-obsessed, with a proactive mindset and a bias for action. Nice-to-Have Experience in the hospitality industry or a SaaS/B2B tech environment is highly advantageous. Familiarity with tools like Freshdesk or other CRM/ticketing platforms. Knowledge of the hotel tech ecosystem (PMS, channel managers, payment solutions, booking engine, housekeeping, etc.) Why Join RoomRaccoon? Be part of a high-growth, global hospitality tech company that’s reshaping how hotels operate. Work with a dynamic, supportive team who values initiative, autonomy, and creativity. Opportunity to grow into senior roles as we scale across markets and expand our product suite. Regular team events, international exposure, and access to cutting-edge hospitality software. Perks: Mac environment Performance bonuses Employee Equity Scheme Annual training budget Annual Hotel experience Birthday leave Long service leave and bonuses Quarterly team building budgets \& office massages Friday lunches on us Global Mobility Hybrid model RoomRaccoon Values Accountability: owning decisions, follow-through and outcomes, from start to finish without blaming others when things go wrong. Showing up, owning your impact and standing tall. Progress starts with you. Beat Yesterday: when learning leads to real change. Making time to reflect, improve systems and prevent the same issues from recurring. Clock Speed: choosing progress today over procrastination tomorrow. Moving fast with clarity, alignment and quality. Deal's a Deal: setting clear expectations, delivering on promises and being reliable for our customers and your teammates. * Empower Another: share knowledge, celebrate wins, and help others succeed. Every time you enable a teammate, you strengthen RoomRaccoon and our customers. Disclaimer: Thanks so much for your excitement about joining RoomRaccoon! We’re lucky to have so many talented people eager to be part of our team, so we’re reviewing applications as they come in. If you don’t hear from us within three weeks, it means we’ve decided to move forward with other candidates this time—but don’t be discouraged! Keep an eye on our careers page, and we’d love for you to apply for roles that fit your talents in the future!

Enterprise Customer Success Manager

About Fuse Universal We're Fuse. And our mission is to help our customers unlock the knowledge and expertise that their people need to improve their skills and perform in their work. Enabling everyday learning moments isn’t just our motto, it’s why our clients like Avon, Dropbox, Hilti and Lotus Cars choose us to help power their organisational learning culture. With our award winning AI powered platform, we are proudly redefining the way that people and organisations learn and communicate. From our beginning in London 2010, we now have over 110 employees located across the globe from South Africa, the US, Mainland Europe, India, Singapore and the UK. We encourage each Fuser to decide where they perform at their brilliant best. We invest in our people and culture, offering competitive financial, health, social and security benefits as well as working remotely but collaboratively through our platform. We're on the lookout for the next passionate and ambitious person to join our mission. Are you ready to be part of the Fuse tribe? We would love to hear from you! About this role In this remote role, as an Enterprise Customer Success Manager, you’ll own the largest and most strategic Fuse accounts, acting as a trusted advisor to senior stakeholders. You’ll drive business value, adoption, and retention at scale, while identifying expansion opportunities and mitigating churn risk. You will manage complex, multi-stakeholder relationships, ensuring alignment between Fuse solutions and your clients’ organisational goals. You will work closely with Sales, Product, Professional Services, and Support to deliver a seamless customer experience and measurable business outcomes. This role requires a commercially savvy, strategic thinker who can influence executive stakeholders, quantify business value, and act as a champion for the customer internally. If you love making clients successful, we would like to talk to you. About the team The Customer Success team forms a crucial part of our Services function here at Fuse. The CS team works directly with our customers to devise operational and strategic initiatives that deliver long-lasting business value. As a team member, you are a client advocate, and your role is to build strong relationships with key stakeholders that enable you to support, nurture, grow and retain the client. Your Responsibilities Own and manage a portfolio of strategic enterprise accounts, serving as the primary point of contact for senior and executive stakeholders Develop and execute strategic success plans aligned with customer objectives, KPIs, and ROI metrics Drive adoption, engagement, and business value across large, distributed user bases Lead executive-level business reviews, presenting insights, trends, and opportunities for adoption, retention, and expansion Identify and mitigate churn risk, coordinating with internal teams to address adoption, satisfaction, or technical challenges Act as the voice of the customer, advocating for customer needs internally and influencing product roadmap priorities Partner with Sales on renewals, expansion, and upsell opportunities, providing data-driven recommendations Collaborate across teams to ensure smooth onboarding, feature adoption, and client success at scale Monitor customer health, usage trends, and engagement metrics to proactively optimise outcomes Requirements 5+ years’ experience in Customer Success or a related customer-facing role within a SaaS organisation, managing enterprise or strategic accounts Experience managing complex accounts with multi-level stakeholders, including executive sponsors Strong commercial acumen, with experience supporting renewals, expansion, and retention strategies Proven ability to develop strategic success plans and demonstrate measurable business value to clients Analytical and data-driven, able to leverage usage metrics and ROI to influence decisions and guide strategy Excellent communication, influencing, and stakeholder management skills at senior levels Ability to manage multiple high-value accounts and priorities simultaneously Tech-savvy and comfortable with SaaS learning platforms, able to demonstrate solutions and recommend best practices Resilient, proactive, and outcome-focused, with a strong sense of ownership and advocacy for clients Preferred: Experience in Learning \& Development, HR Tech, or enterprise enablement platforms Experience managing global or EMEA-based enterprise accounts Benefits Remote first and flexible working L\&D - peer and platform learning - it’s at the heart of what we do 22 days holiday per full calendar year + your birthday off Perkbox - wide ranging benefits; discounted shopping and services Medical Aid Homeworking/ Wellbeing Allowance Employee Assistance Programme Enhanced maternity \& paternity leave Company socials Employee recognition awards: Employee of the Month, Long service awards, Employee referral scheme

Enterprise Customer Success Manager

Customer Success Manager (German Speaker)

Customer Success Manager (German Speaker) Department: Customer Success Location: Remote (DE based) or in one of our office locations (Lisbon, Breda or Cape Town) Contract Type: Full-time Permanent Language Requirement: Fluent German (native speaker) About RoomRaccoon: RoomRaccoon is a fast-growing hospitality SaaS company building one powerful platform for independent hoteliers on an international scale. We help hotels run smarter, sell better, and stay in control, from bookings and payments to revenue and automation, all in one system. We move fast, think independently, and build technology that gives hotels a real competitive edge. Our team is global, ambitious, and hands-on. We value ownership, momentum, and people who want to make an impact while beating yesterday, together. If you like building meaningful software with smart people, you’ll fit right in. The Role: Your North Star as a Customer Success Manager As a Customer Success Manager (CSM), you will be at the heart of RoomRaccoon’s mission — helping our hotel partners achieve maximum value from our solutions while identifying growth opportunities. You will be the trusted advisor and commercial partner to a portfolio of German-speaking hoteliers, supporting them through strategic consultation, product education, and data-driven upsell initiatives. Key Responsibilities 1. Customer Success \& Strategic Account Management Serve as the main point of contact for a portfolio of hotel clients, ensuring their success throughout the customer lifecycle. Conduct regular business reviews and create success plans to assess product usage, uncover growth opportunities, and align with client goals. Deliver product training and strategic workshops that empower hoteliers to optimize operations using RoomRaccoon. Collaborate cross-functionally with Sales, Implementation, Product, and Support to ensure a seamless customer journey. 2. Commercial Growth \& Upselling Take ownership of renewal processes within your account portfolio, ensuring timely and successful contract renewals. Proactively identify opportunities within your portfolio for tier upgrades or product add-ons (e.g., Payments, RevPlus or other modules or features). Present and demo product add-ons and new features in a consultative, value-driven manner. Track account health, engagement metrics, and usage data to uncover untapped revenue potential. 3. Retention \& Risk Mitigation Monitor customer satisfaction, usage trends, and feedback to detect risks of churn early. Develop and execute proactive retention strategies to address pain points before they escalate. Maintain a customer-first mindset while confidently guiding conversations toward win-win solutions. About You Must-Have Qualifications Native or fluent in German, with professional proficiency in English. Minimum 2+ years of experience in Customer Success, Account Management, or related client-facing role in SaaS or tech-enabled services. Strong communicator with excellent interpersonal skills; confident leading conversations with stakeholders at all levels. Comfortable identifying and driving commercial opportunities within existing accounts. Self-starter who thrives in a fast-paced, tech-driven environment. Organized, detail-oriented, and capable of juggling multiple priorities under pressure. Empathetic and customer-obsessed, with a proactive mindset and a bias for action. Nice-to-Have Experience in the hospitality industry or a SaaS/B2B tech environment is highly advantageous. Familiarity with tools like Freshdesk or other CRM/ticketing platforms. Knowledge of the hotel tech ecosystem (PMS, channel managers, payment solutions, booking engine, housekeeping, etc.) Why Join RoomRaccoon? Be part of a high-growth, global hospitality tech company that’s reshaping how hotels operate. Work with a dynamic, supportive team who values initiative, autonomy, and creativity. Opportunity to grow into senior roles as we scale across markets and expand our product suite. Regular team events, international exposure, and access to cutting-edge hospitality software. Perks: Mac environment Performance bonuses Employee Equity Scheme Annual training budget Annual Hotel experience Birthday leave Long service leave and bonuses Quarterly team building budgets \& office massages Friday lunches on us Global Mobility Hybrid model RoomRaccoon Values Accountability: owning decisions, follow-through and outcomes, from start to finish without blaming others when things go wrong. Showing up, owning your impact and standing tall. Progress starts with you. Beat Yesterday: when learning leads to real change. Making time to reflect, improve systems and prevent the same issues from recurring. Clock Speed: choosing progress today over procrastination tomorrow. Moving fast with clarity, alignment and quality. Deal's a Deal: setting clear expectations, delivering on promises and being reliable for our customers and your teammates. * Empower Another: share knowledge, celebrate wins, and help others succeed. Every time you enable a teammate, you strengthen RoomRaccoon and our customers. Disclaimer: Thanks so much for your excitement about joining RoomRaccoon! We’re lucky to have so many talented people eager to be part of our team, so we’re reviewing applications as they come in. If you don’t hear from us within three weeks, it means we’ve decided to move forward with other candidates this time—but don’t be discouraged! Keep an eye on our careers page, and we’d love for you to apply for roles that fit your talents in the future!

Enterprise Customer Success Manager

Enterprise Customer Success Manager

About Fuse Universal We're Fuse. And our mission is to help our customers unlock the knowledge and expertise that their people need to improve their skills and perform in their work. Enabling everyday learning moments isn’t just our motto, it’s why our clients like Avon, Dropbox, Hilti and Lotus Cars choose us to help power their organisational learning culture. With our award winning AI powered platform, we are proudly redefining the way that people and organisations learn and communicate. From our beginning in London 2010, we now have over 110 employees located across the globe from South Africa, the US, Mainland Europe, India, Singapore and the UK. We encourage each Fuser to decide where they perform at their brilliant best. We invest in our people and culture, offering competitive financial, health, social and security benefits as well as working remotely but collaboratively through our platform. We're on the lookout for the next passionate and ambitious person to join our mission. Are you ready to be part of the Fuse tribe? We would love to hear from you! About this role In this remote role, as an Enterprise Customer Success Manager, you’ll own the largest and most strategic Fuse accounts, acting as a trusted advisor to senior stakeholders. You’ll drive business value, adoption, and retention at scale, while identifying expansion opportunities and mitigating churn risk. You will manage complex, multi-stakeholder relationships, ensuring alignment between Fuse solutions and your clients’ organisational goals. You will work closely with Sales, Product, Professional Services, and Support to deliver a seamless customer experience and measurable business outcomes. This role requires a commercially savvy, strategic thinker who can influence executive stakeholders, quantify business value, and act as a champion for the customer internally. If you love making clients successful, we would like to talk to you. About the team The Customer Success team forms a crucial part of our Services function here at Fuse. The CS team works directly with our customers to devise operational and strategic initiatives that deliver long-lasting business value. As a team member, you are a client advocate, and your role is to build strong relationships with key stakeholders that enable you to support, nurture, grow and retain the client. Your Responsibilities Own and manage a portfolio of strategic enterprise accounts, serving as the primary point of contact for senior and executive stakeholders Develop and execute strategic success plans aligned with customer objectives, KPIs, and ROI metrics Drive adoption, engagement, and business value across large, distributed user bases Lead executive-level business reviews, presenting insights, trends, and opportunities for adoption, retention, and expansion Identify and mitigate churn risk, coordinating with internal teams to address adoption, satisfaction, or technical challenges Act as the voice of the customer, advocating for customer needs internally and influencing product roadmap priorities Partner with Sales on renewals, expansion, and upsell opportunities, providing data-driven recommendations Collaborate across teams to ensure smooth onboarding, feature adoption, and client success at scale Monitor customer health, usage trends, and engagement metrics to proactively optimise outcomes Requirements 5+ years’ experience in Customer Success or a related customer-facing role within a SaaS organisation, managing enterprise or strategic accounts Experience managing complex accounts with multi-level stakeholders, including executive sponsors Strong commercial acumen, with experience supporting renewals, expansion, and retention strategies Proven ability to develop strategic success plans and demonstrate measurable business value to clients Analytical and data-driven, able to leverage usage metrics and ROI to influence decisions and guide strategy Excellent communication, influencing, and stakeholder management skills at senior levels Ability to manage multiple high-value accounts and priorities simultaneously Tech-savvy and comfortable with SaaS learning platforms, able to demonstrate solutions and recommend best practices Resilient, proactive, and outcome-focused, with a strong sense of ownership and advocacy for clients Preferred: Experience in Learning \& Development, HR Tech, or enterprise enablement platforms Experience managing global or EMEA-based enterprise accounts Benefits Remote first and flexible working L\&D - peer and platform learning - it’s at the heart of what we do 22 days holiday per full calendar year + your birthday off Perkbox - wide ranging benefits; discounted shopping and services Medical Aid Homeworking/ Wellbeing Allowance Employee Assistance Programme Enhanced maternity \& paternity leave Company socials Employee recognition awards: Employee of the Month, Long service awards, Employee referral scheme

Customer Success Manager

Who are Heidi Heidi is building an AI Care Partner that supports clinicians every step of the way, from documentation to delivery of care. We exist to double healthcare’s capacity while keeping care deeply human. In 18 months, Heidi has returned more than 18 million hours to clinicians and supported over 73 million patient visits. Today, more than two million patient visits each week are powered by Heidi across 116 countries and over 110 languages. Founded by clinicians, Heidi brings together clinicians, engineers, designers, scientists, creatives, and mathematicians, working with a shared purpose: to strengthen the human connection at the heart of healthcare. Backed by nearly $100 million in total funding, Heidi is expanding across ANZ, the USA, UK, Canada, and Europe, partnering with major health systems We move quickly where it matters and stay grounded in what’s proven, shaping healthcare’s next era. Ready for the challenge? The Role As a Customer Success Manager at Heidi Health, you’ll be the bridge between technology and care - helping hospitals, clinics, and clinicians across South Africa adopt and love Heidi. You’ll manage the full customer journey for both public and private hospital deployments, ensuring seamless implementation, strong clinician engagement, and measurable impact on patient care. This role is ideal for someone with a medical background (e.g. former doctor, nurse, or allied health professional) who’s excited to drive digital transformation in healthcare. What you’ll do: Own customer outcomes: Be the strategic partner for a portfolio of Heidi’s customers, ensuring they achieve measurable success and realise value. Lead onboarding \& training: Lead onboarding of new customers from planning, training through to go-live, delivering seamless integrations into customer workflows. Track and improve metrics along customer journey like time-to-first-value and early activation. Drive strategic adoption: Develop and execute tailored adoption plans to maximise user engagement and satisfaction, enhancing the continued love for Heidi among clinicians. Enhance Retention \& Growth: Identify expansion opportunities, mitigate churn risks and work cross-functionally to deepen product engagement. Customer advocacy: Build executive-level relationships and become the voice of the customer internally, advocating for their needs and priorities and showcasing wins. Continuous engagement: Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies. Think and act strategically to scale your impact. Resolve operational blockers: Collaborate with product, engineering, and support teams to ensure a smooth customer experience. Feedback insights: Gather and share insights to influence product development and feature prioritisation. What We’re Looking For: 2+ years in a customer success role at a SaaS company, with proven ability to own the full lifecycle Clinical background (e.g. medicine, nursing, or allied health) strongly preferred. Familiarity with South Africa’s healthcare ecosystem (both public and private). Exceptional communication and collaboration skills, with the ability to effortlessly set and manage expectations with customers and cross-functional teams. Highly organised and can confidently manage multiple projects and competing priorities, while maintaining attention to detail and quality. Self-starter with a bias for action, comfortable navigating fast-paced and ambiguous environments. Languages: English required; Afrikaans, isiXhosa, Zulu, or Sotho fluency is a strong plus given our diverse clinician base. Attitude is more important than experience - if you are hungry, competitive, and motivated, with a knack for problem solving and relationship-building, we want to hear from you. What do we believe in? Heidi builds for the future of healthcare, not just the next quarter, and our goals are ambitious because the world’s health demands it. We believe in progress built through precision, pace, and ownership. Live Forever - Every release moves care forward: measured, safe, and built to last. Data guides us, but patients define the truth that matters. Practice Ownership - Decisions follow logic and proof, not hierarchy. Exceptional care demands exceptional standards in our work, our thinking, and our character. Small Cuts Heal Faster - Stability earns trust, speed delivers impact. Progress is about learning fast without breaking what people depend on. Make others better - Feedback is direct, kindness is constant, and excellence lifts everyone. Our success is measured by collective growth, not individual output. Our mission is clear: expand the world’s capacity to care, and do it without losing the humanity that makes care worth delivering. Why you will flourish with us ? Additional paid day off for your birthday and wellness days A generous personal development budget of $500 per annum Learn from some of the best engineers and creatives, joining a diverse team The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups * If you have an impact quickly, the opportunity to fast track your startup career!